pazuzu46 Posted June 5, 2017 Share Posted June 5, 2017 All If this has been covered before or still on going point me in the right direction. My Support ticket is still on going with regards to this issue. As long as I unplug and replug the USB cable into the Mac it works fine. If I leave it connected and shut the HELIX RACK down it fails to see it upon switching back on again. Customer support have stated its not supposed to do this Is this a Mac or Line 6 problem? Quote Link to comment Share on other sites More sharing options...
PeterHamm Posted June 5, 2017 Share Posted June 5, 2017 Same so also rack not experiencing this at all. Which Mac? Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted June 6, 2017 Author Share Posted June 6, 2017 iMac Retina 5k mid 2015 i5 AMD Radeon R9 M290 2048MB graphics Quote Link to comment Share on other sites More sharing options...
bradlake Posted June 6, 2017 Share Posted June 6, 2017 Try a different cable? Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted June 6, 2017 Author Share Posted June 6, 2017 Yes been through 4 cables, different ports. still the same. Do I need to go out and buy a £100 gold connections USB cable lol. I take it you guys are having no issues with connection? Quote Link to comment Share on other sites More sharing options...
PeterHamm Posted June 6, 2017 Share Posted June 6, 2017 Do you have the Helix program OPEN when you are unplugging and replugging? If so, do not do this. It will freeze the program and the unit both. It has always been that way.Also, don't start the Helix program and THEN turn on the unit or plug it in. That will result in unpredictable behavior. Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted June 6, 2017 Author Share Posted June 6, 2017 Okay will do. But not had any freezing issues yet. Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted June 6, 2017 Author Share Posted June 6, 2017 Line 6 asked me to disconnect everything from the Mac. Interestingly with only the Helix connected, I have to have bluetooth for keyboard mouse. I left the unit on and restarted the Mac and it found it straight away.When the Mac was switched off with Helix on and then the Mac switched on it couldn’t find it. Quote Link to comment Share on other sites More sharing options...
bobthedog Posted June 8, 2017 Share Posted June 8, 2017 One thing I have learnt about USB3 based macs is they don't always play nice with USB2 gear. I stick all USB2 stuff though USB2 hubs and everything works much better that way, whatever the manufacturers may say. Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted June 12, 2017 Author Share Posted June 12, 2017 HI Today the for the first time Helix has frozen on me in mid boot up ( switching on ). All I did was switch it off and on again to see if it was the usb connection on the unit being loose. Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted June 18, 2017 Author Share Posted June 18, 2017 Update Purchased an Advent 7 USB HUB powered. All works fine now. Switch on ,switch off. Fingers crossed no issues to the unit short or long term. Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted June 18, 2017 Author Share Posted June 18, 2017 Update 2 Forget that, switched off the USB powered Hub and it failed to recognise the Helix when switched back on.Another point to note I then had to change ports on the hub for it to work again? Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted August 20, 2017 Author Share Posted August 20, 2017 Still the same audio interface still not recognised. So no Helix native either. Even partitioned my iMac with windows 10. Still the same. Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted August 20, 2017 Author Share Posted August 20, 2017 Well reverted back to Windows PC with 7 home. No issues. All owners should get native free, for all the hassle with the software/ USB 2/3 lollipope. But then again it wouldnt work for me. Sounds like a plan Line 6? Quote Link to comment Share on other sites More sharing options...
vertibration Posted August 23, 2017 Share Posted August 23, 2017 So my story is back in April 2017 I bought the Helix rack. It did not connect to my MacBook pro 2011 running OS X Sierra. I tried everything that was suggested to me in the support ticket that I filled out and still, I could not connect. I could connect it to my wifes crummy PC she uses to just do Facebook and stuff, but it would never be able to connect to my Mac. That pissed me off so much that I returned it, and went for other solutions. Now that Helix Native is out, I jumped at the chance to try the demo, but sadly, the CPU is just too much of a hog. I upgraded my MacBook pro to SSD, and 16 GB of Ram. So unless they have a permanent solution to connect the hardware to all Macs, I won't get a Helix hardware unit, even though I genuinely like the sound of Helix a lot. I hope they come up with a permanent fix. Quote Link to comment Share on other sites More sharing options...
AlexKenivel Posted August 23, 2017 Share Posted August 23, 2017 I just got my Helix back from repair. It almost never connected and when it did, it was only for a short time. This was across all computers i had access to. They replaced the MCU DSP board and so far so good Quote Link to comment Share on other sites More sharing options...
PeterHamm Posted August 23, 2017 Share Posted August 23, 2017 So my story is back in April 2017 I bought the Helix rack. It did not connect to my MacBook pro 2011 running OS X Sierra. I tried everything that was suggested to me in the support ticket that I filled out and still, I could not connect. I could connect it to my wifes crummy PC she uses to just do Facebook and stuff, but it would never be able to connect to my Mac. That pissed me off so much that I returned it, and went for other solutions. Now that Helix Native is out, I jumped at the chance to try the demo, but sadly, the CPU is just too much of a hog. I upgraded my MacBook pro to SSD, and 16 GB of Ram. So unless they have a permanent solution to connect the hardware to all Macs, I won't get a Helix hardware unit, even though I genuinely like the sound of Helix a lot. I hope they come up with a permanent fix. That's so odd. I have a mid 21 13" MBP, and had no issues with Mavericks, Yosemite or Sierra with my Helix Rack. Quote Link to comment Share on other sites More sharing options...
jbuhajla Posted August 23, 2017 Share Posted August 23, 2017 Well reverted back to Windows PC with 7 home. No issues. All owners should get native free, for all the hassle with the software/ USB 2/3 lollipope. But then again it wouldnt work for me. Sounds like a plan Line 6? Did you open up a support ticket with Line 6? Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted August 23, 2017 Author Share Posted August 23, 2017 Yes. The latest response from Line 6, Below. Going to try another Mac Book Pro. See what happens. Then push for a return or refund of rack unit. As software doesn't work and can't use it for an audio interface either. Hi, It seems that there is either a incompatibilty (but then we would have more requests with similar Macs) or a hardware problem of the Mac USB or another component of it (memory etc) are there any other audio interfaces you have which work ? But i think this also needs to be checked by an Apple repair/hardware support center Quote Link to comment Share on other sites More sharing options...
PeterHamm Posted August 23, 2017 Share Posted August 23, 2017 Yes. The latest response from Line 6, Below. Going to try another Mac Book Pro. See what happens. Then push for a return or refund of rack unit. As software doesn't work and can't use it for an audio interface either. Hi, It seems that there is either a incompatibilty (but then we would have more requests with similar Macs) or a hardware problem of the Mac USB or another component of it (memory etc) are there any other audio interfaces you have which work ? But i think this also needs to be checked by an Apple repair/hardware support center We're u able to try a POWERED USB hub? Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted August 23, 2017 Author Share Posted August 23, 2017 Hi Yes. It worked to start off with. Restart etc with Mac. Then once I switched the unit off the Mac failed to regonise it. Plus I then had to switch ports on the powered hub to get it to work, then nothing. None of the ports worked. Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted August 24, 2017 Author Share Posted August 24, 2017 Right all. Any help please. installed the software/ updater/ registration on the MacBook Pro early 2015. No issues. Only difference I can see is the Host Controller Drivers are different series letter codes ( USB 3 ) Tried again on my iMac , nothing. Is this a case of tacking it to an Apple tech and like fix it yesterday. Only used for emails, cubase, etc. No illegal downloads or dodge sites. So can't understand why its failed. Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted August 26, 2017 Author Share Posted August 26, 2017 Hi Having tried an early 2015 MacBook Pro with no issues. I rolled my iMac back to Yosemite 2015 and the Helix should up in the audio on system preferences. Having spent 1.5 hours with Apple tech to create a new admin account. The Helix then did not show up again. I then reverted back to Sierra and still nothing. Then it worked! Editor, updater etc. Rebooted iMac to make sure then nothing again. Has to be an Apple issue. Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted October 1, 2017 Author Share Posted October 1, 2017 Update for all iMac been sent off to check etc. Biggest news my old 2011 MBP which so far has failed to even remotely accept any Helix software is now working with helix rack. The cure was to load the oldest update manager I could fine 1.07 ( uninstall the 1.1 first )plus Helix version 1.02 on top of the latest Helix version 2.21.0 and it worked. Haven't rebooted yet so it could fail again. But will try that on the iMac when it returns. 1 Quote Link to comment Share on other sites More sharing options...
spikey Posted October 1, 2017 Share Posted October 1, 2017 What a bunch of doo doo having to go thru this... I feel for ya... :( Quote Link to comment Share on other sites More sharing options...
vertibration Posted October 2, 2017 Share Posted October 2, 2017 I also have a 2011 MB pro, and experienced the same thing. Sorry but this issue is the reason I returned my last helix rack, and Im not sure if I wanna buy another helix unless this is fixed. Quote Link to comment Share on other sites More sharing options...
vertibration Posted October 2, 2017 Share Posted October 2, 2017 Also, I opened tickets, but line 6 provided no solutions that worked on a 2011 mbp Quote Link to comment Share on other sites More sharing options...
jbuhajla Posted October 3, 2017 Share Posted October 3, 2017 I also have a 2011 MB pro, and experienced the same thing. Sorry but this issue is the reason I returned my last helix rack, and Im not sure if I wanna buy another helix unless this is fixed. I doubt Line 6 will expend the energy and $ to ensure their product is compatible with a few models of 6 year old computer hardware that seem to have intermittent USB connectivity issues. 1 Quote Link to comment Share on other sites More sharing options...
PeterHamm Posted October 3, 2017 Share Posted October 3, 2017 I doubt Line 6 will expend the energy and $ to ensure their product is compatible with a few models of 6 year old computer hardware that seem to have intermittent USB connectivity issues. i'm sure they will expend SOME... but... especially with the occasional flakey USB implementations in different computers... there's only so much... now if it's a current model, I'd think it's very different, yes. Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted October 3, 2017 Author Share Posted October 3, 2017 Is a late 2015 27"5k worth spending a little effort on. The 2011 MBP was a test with regards to different work arounds. Will see what happens when the iMac returns from a service. Quote Link to comment Share on other sites More sharing options...
vertibration Posted October 4, 2017 Share Posted October 4, 2017 This flaky usb thing is kinda BS. Axe Fx editor, Kemper editor, Maschine, and basically any and all other hardware with editors work perfect on my MBP 2011.....except Helix Quote Link to comment Share on other sites More sharing options...
vertibration Posted October 6, 2017 Share Posted October 6, 2017 Ok so after buying the Helix LT, it works perfect on my MBP 2011. Seems that the Rack units may have an issue with the 2011 MBP. Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted October 6, 2017 Author Share Posted October 6, 2017 That would be about right. iMac is back and USB board replaced and quests what it doesn't work. Even with the latest driver update advice from line 6 with regards to High Sierra not allowing the drivers to work. You have to ask the security private setting to allow it. Did this and it still didn't work. Would love to test a Helix board to see if that worked compared to the rack unit. Quote Link to comment Share on other sites More sharing options...
vertibration Posted October 6, 2017 Share Posted October 6, 2017 That would be about right. iMac is back and USB board replaced and quests what it doesn't work. Even with the latest driver update advice from line 6 with regards to High Sierra not allowing the drivers to work. You have to ask the security private setting to allow it. Did this and it still didn't work. Would love to test a Helix board to see if that worked compared to the rack unit. The Helix rack I returned did not work. The Helix LT worked, so maybe the racks have some sort of issues. Quote Link to comment Share on other sites More sharing options...
jbright44 Posted October 21, 2017 Share Posted October 21, 2017 I've had major connectivity issues with 2 Helix floor units with both windows and mac computers. It's pretty much unbearable. I'm about ready to sell this damn thing and buy an AX8 because this uSB nonsense is a deal breaker. Quote Link to comment Share on other sites More sharing options...
meshica7 Posted August 6, 2018 Share Posted August 6, 2018 So...my brand new Helix Rack connected long enough to my Mac so I could update the firmware. But, it doesn't stay connected for long when in HX Edit. I have tried it on all three of my Macs..one running Lion, one running Mavericks and the other running Sierra.They all connect at first and then disconnect with no success on subsequent attempts.I swapped out USB cables and still the same issue. after what I just sent on the Rack, I don't want to, nor should I have to, go out and buy a crummy windows machine just to use EX Edit. Line 6 really needs to address this issue. Most musicians use Macs for their every day production apps like Logic and ProTools without any issues. At least I was able to stay connected long enough to update my firmware. Quote Link to comment Share on other sites More sharing options...
pazuzu46 Posted August 6, 2018 Author Share Posted August 6, 2018 Hi You more than likely have a faulty unit, get it repaired replaced under warranty . After going round the hours with everything else it was the unit that was at fault. They produced a bunch that were faulty ( USB Rack Units ). return the unit. It will and should be repaired for free, no charge. There is nothing wrong with your Mac Trust me I know, I have the t-shirt and read the book etc. Quote Link to comment Share on other sites More sharing options...
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.